Warming up leads for the home climate management leaders
Going beyond CSAT and SLA targets
The Challenge
Along with their quick expansion in the home automation market, tado°’s team needed to choose between successfully handling a growing number of customer inquiries in-house and investing more time in further product development. A considerable number of leads were visiting tado°’s website and leaving without closing a purchase.
80%
target for CSAT and SLA surpassed week after week
up to 7x
increase in web sales through
live chat
How we measure success?
tado° chose heloo as their new customer service outsourcing partner and agreed on the SLA and CSAT targets of 80% for our dedicated team of Customer Service Specialists. This meant both the agreed response time to customer inquiries and customer satisfaction needed to be top-notch when judging the quality of our support to tado°’s customers.
Live chat solution to boost sales
To prevent lead leakage, we implemented live chat on tado°’s website. Combined with providing genuine support and commitment to potential leads by our team of specialists, this was guaranteed to result in a significant increase in sales conversions on the website.
No trade-offs between product development and excellent customer service
Our team took over first-level support on all channels, covering all the product and first-level e-commerce inquires. Thanks to heloo’s support, tado°’s engineers were now able to focus only on the most complex product problems and saved hundreds of hours worth of time within the first 21 weeks only.
Awards and Certificates

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